Customer Success Quality & Performance Lead (Remote)

We're Novakid School, the next-generation early English learning platform that allows kids around the world to learn English efficiently, through play and fully remote practice with experienced certified teachers.

Think cutting edge technology like AI-powered games and training apps that promote English speaking and comprehension based on the use of authentic content in English language. Think certified professionals with years and decades of expertise in children's psychology and learning methods.

Role Summary…

This Role owns the quality and continuous improvement of human- and AI-led conversations across Primary Sales, Secondary Sales, and Customer Support.

The role builds a QA system that is proven to correlate with business outcomes—conversion and revenue for Sales, and retention, upsell, and CSAT for Support—and translates insights into stronger scripts, bot flows, coaching, training, and agent performance standards.

Key Responsibilities…

• Conversation QA: Oversee the evaluation of calls, chats, and bot-led conversations using AI scoring across 100% of interactions, supported by calibrated human review.

• Outcome-based QA framework: Design and continuously validate QA criteria and scorecards against actual conversion, retention, upsell, and CSAT results—not assumptions or compliance alone.

• Script and bot-flow ownership: Own, version, test, and improve sales, retention, upsell, and support scripts and bot flows based on QA insights and performance data.

• AI and human assessment: Configure and calibrate AI scoring, define human-review sampling, run calibration sessions, and maintain reliable agreement between AI and human evaluations.

• Training and coaching: Turn QA findings into targeted coaching and training for Sales and Support teams, while tracking their impact on agent behavior and business results.

• Mentoring: Own the newcomer mentoring program in Support, including upsell mentoring and progress assessment.

• Agent grading: Own the grading system for Sales and Support agents, combining outcome KPIs with QA scores to reflect both what agents deliver and how they deliver it.

• Reporting and improvement: Report key trends and improvement opportunities to Client Operations leadership and continuously refine QA standards as products, offers, processes, and bots evolve.